The document summarizes an Indian bank's service transformation project aimed at achieving zero customer unhappiness. Key aspects include reducing service failures across multiple channels like branches, call centers, and digital platforms. Close monitoring of metrics through daily and weekly reviews helped identify issues and drive process improvements, cutting service failures by over 50% for products like deposits, credit cards, and loans. Initiatives like outbound calling, root cause analysis, and empowering frontline staff supported the transformation goals.

1. Leading Indian Bank Transformation Project

2. Mission : Zero Unhappiness

3. Mission All complaints to be resolved with root fix Complaints Get it right first time. Call up a customer if error is noticed Transactions Ensure First Contact Resolution Contacts Close SR Within TAT Good Closure Quality Service Requests Root Cause Analysis & Review Reduce Service Failure Flow Delivery Failure

6. Transformation : Results

7. Results- Service Failure Reduction

8. Results- Cost Saving Through Failure Reduction

9. Results- Deposits Service Failures

10. Results- Credit Card Service Failures

11. Results - Home Loan Service Failures

12. Results- Consumer Loan Service Failures

13. Results - Service Failures as % of Transactions

14. Results – Quality of Request Handling

15. Results-Customer Feedback Scores

16. Results:Written Complaints to Bank

17. SWIFT – in Full Flight Cumulative number of new joinees % of new joinees trained Back

18. Service Pyramid- Deposits Customer Base Transactions Service Failures Service Requests Contacts Complaints April 2004 143 23,806 127,314 8,517,004 33,570,703 6,323,798 Mar 2005 109 9,339 141,102 10,475,085 29,023,306 7,548,780 Up/ Drop 24% DROP 61% DROP 11% UP 26% UP 13% DROP 19% UP

19. Service Pyramid- Credit Card Customer Base Transactions Service Failures Service Requests Contacts Complaints April 2004 4,987 29,730 54,455 614,985 6,626,758 2,151,982 Mar 2005 2,704 10,368 104,346 905,739 9,297,300 3,079,637 Up/ Drop 46% DROP 65% DROP 92% UP 47% UP 40% UP 43% UP

20. Service Pyramid-Consumer Loans Customer Base Transactions Service Failure Service Requests Contacts Complaints April 2004 180 6,744 50,488 106,881 1,690,064 1,277,860 Mar 2005 32 1,479 38,969 201,703 2,074,022 2,026,242 Up/ Drop 82% DROP 78 % DROP 23% DROP 89% UP 23%UP 59% UP

21. Service Pyramid-Home Loans Customer Base Transactions Service Failure Service Requests Contacts Complaints April 2004 28 10,019 22,421 56,970 1,338,367 505,000 Mar 2005 15 1,772 33,378 160,008 1,072,098 623,417 Up/ Drop 46% DROP 82%DROP 49% UP 181% UP 20% DROP 23% UP

22. Transformation Methodology

23. Transformation Process Root Cause Analysis & Improvement Plan Fulfilling Wish List & Challenging Possibilities Budgeting & Stretch Targets Strengthening & Empowering Front End Continuous Review & Management Control Systems

24. Transformation Control System Budget for Key Metrics for Mar 05 Daily Measurement of Metrics:Alarm Express Daily Review & Course Correction Weekly comparison of Budget vs. Actual Root Cause Analysis Fortnightly Review Zero Unhappiness Scorecard & RCA Improvement Implementation Plan Senior Management Junior & Middle Management Planning Control Analysis & Review Focus on Short Interval Measurement, Analysis &Review

27. Transformation : Product Wise Cases Root Cause Analysis & Improvement Plan Fulfilling Wish List & Challenging Possibilities Budgeting & Stretch Targets Strengthening & Empowering Front End Continuous Review & Management Control Systems Deposits- Central Ops RCA Credit Card Ops RCA Asset Loans Ops RCA Deposits Branches Initiatives Phone Banking Initiatives

28. Caselet Deposits: Deliverables Not Received

29. Deposits : Deliverables Not Received Apart from wrong creation, dispatch/delivery related issues needed focus Back

32. Deposits : Deliverables Not Received Back

33. Caselet Deposits: Cheque Deposited Not Credited

35. Deposits: Cheque Deposited Not Credited Back

36. Caselet Credit Card: Card Not Received

38. Credit Card:Card Not Received Back

39. Caselet Credit Card: Cheque/Cash Not Credited

41. Credit Card: Cheque/Cash Deposited Not Service Credited Back

42. Asset Loans Caselets

46. Phone Banking Caselets

48. Phone Banking Initiatives-Quality Back

50. Phone Banking Initiatives- IVR Usage Back

51. Branch Banking Caselets

53. Branches Initiatives :Service Failures/ Customer IDs Back 1.3 .07

55. Branch Initiatives- Quality Back

56. Thank You